The relationship between customer satisfaction and shareholder value (Record no. 15607)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01852naa a2200253uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 6041713540621 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211161036.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 060417s2006 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | MATZLER, Kurt |
| 9 (RLIN) | 24643 |
| 245 10 - TITLE STATEMENT | |
| Title | The relationship between customer satisfaction and shareholder value |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | UK : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | July 2005 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | This paper studies the relationship between customer satisfaction and shareholder value. In the first section of the paper the link between the two variables is examined theoretically, it is then tested empirically. Customer satisfaction data were taken from the American Customer Satisfaction Index (ACSI) database. Shareholder value was measured using Tobin's q. The sample consisted of 99 companies with ACSI data and Tobin's q from 1994 to 2002. The results of this study give insights into the relationship between customer satisfaction and shareholder value. First, there is a positive association between customer satisfaction and shareholder value. Second, this relationship is not affected by the turbulence of financial markets after the beginning of the year 2000. Third, there is a time lag of three quarters between customer satisfaction and the strongest impact on shareholder value. Fourth, it seems that there exists an optimal level of customer satisfaction, and if it is exceeded value will be destroyed. |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Satisfação do Consumidor |
| 9 (RLIN) | 24644 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Valor Para o Acionista |
| 9 (RLIN) | 24645 |
| 650 #4 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical term or geographic name entry element | Tobin's q |
| 9 (RLIN) | 24646 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | HINTERHUBER, Hans H. |
| 9 (RLIN) | 24647 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | DAXER, Christian |
| 9 (RLIN) | 24648 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | HUBER, Maximilian |
| 9 (RLIN) | 24649 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 16, 5, p. 671 - 680 |
| Place, publisher, and date of publication | UK : Routledge, July 2005 |
| International Standard Serial Number | ISSN 1478-3363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20060417 |
| Operator's initials, OID (RLIN) | 1354^b |
| Cataloger's initials, CIN (RLIN) | Natália |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20130910 |
| Operator's initials, OID (RLIN) | 1028^b |
| Cataloger's initials, CIN (RLIN) | karina |
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